How can we help you today?

Create your account in app or web, then complete your pet profiles before sending requests. Open a sitter profile, choose service type, dates, times, and pets, then review the full price breakdown before confirming. Add a short note with care expectations, home access details, and anything time-sensitive so the sitter can accept faster with fewer follow-up questions.

Complete feeding schedule, medications, behavior notes, triggers, exercise expectations, and emergency contact details for each pet. Confirm your exact drop-off, pick-up, or visit windows before requesting so pricing is accurate the first time. A complete setup usually reduces change requests, avoids misunderstandings, and helps the sitter plan your care correctly.

Open the booking detail page and submit one clear change request that includes the old schedule and the requested new schedule. The sitter can accept, decline, or counter, and both sides see pricing updates before final confirmation. Nothing is finalized until the change is approved in the booking flow, so avoid relying on chat-only agreements.

Base nightly rates are generally locked once the booking is paid. If dates, times, pet count, or service scope changes, updates should go through the formal booking change flow so you can review the revised total before agreeing. This keeps payment adjustments transparent and tied to a documented request.

Open the active or completed booking and view the daily report in read-only mode. Reports are organized into pet care details, activity/home tasks, and a summary so you can quickly confirm what was completed each day. If anything is unclear, reply in booking chat and reference the report date so both sides stay aligned.

Use your ticket code in support lookup, or open it from your recent ticket history in support. The ticket thread shows updates, staff replies, and your attachments in one place. Keep replies in the same thread so the case history remains complete and resolution is faster.

Include booking ID, who was involved, exact timeline, what happened, and what outcome you need. Attach screenshots, photos, or video when available, and note whether the issue is ongoing or already resolved. Detailed tickets are easier to route to the right team and reduce back-and-forth.

In the support form, choose Add attachments before submitting your ticket. After submission, files are stored with the ticket record so support can review them alongside your timeline. If a file fails to upload, retry on stable network and include a short text summary in case media processing is delayed.

Yes. Ticket pages support threaded replies so you can continue one case without reopening new tickets for the same issue. Reply in that thread whenever details change, and include timestamps for new events to keep the investigation accurate.

Open booking chat, tap the plus button, then choose camera or library. Wait for upload to finish before leaving the chat so media is fully delivered in-thread. For important evidence, add a short caption with date/time context so support can interpret it correctly later.

Yes. Use the voice note control to record, then stop and preview before sending. Keep voice notes short and focused, and follow up with a text summary if the message includes critical instructions or scheduling changes.

That file reached its retention window and expired according to media policy. The placeholder remains in chat as a record that a file existed, but the original file may no longer be recoverable. If you still need it, request a resend and save important items locally when appropriate.

Open the specific booking chat and toggle mute for that thread. It does not mute your entire account, only alerts for that booking conversation. If a booking is active, check muted threads manually on a regular basis so time-sensitive messages are not missed.

This is usually caused by missing permissions, temporary OS media picker failure, or stale app state. Confirm camera and photo access in system settings, then fully close and reopen the app before retrying. If the issue continues, switch network and include device/app version details in a ticket.

Yes. Your booking, chat, and ticket data sync across web and mobile. If one device appears stale, refresh the page or reopen the booking to pull current state. For active bookings, avoid making conflicting edits simultaneously on two devices.

Bookings are marked complete shortly after the service end window based on service rules and completion signals. This includes timing logic tied to the selected service type and final schedule. If the status looks incorrect, submit a support ticket with booking ID and expected end time.

Pet owners should use the Client app, while sitters use the Sitter app. Each app has role-specific flows and account permissions, so using the correct app prevents missing features. If you have both roles, sign in with the account intended for that role before booking actions.

If there is immediate danger, contact emergency services first. Then open a support ticket with Urgent priority and include booking ID, timeline, involved users, pets affected, and current safety status. Keep communication factual and time-stamped so support can triage quickly.

Yes. The Client app support area allows new ticket creation, ticket history review, and follow-up replies on existing cases. Use one thread per issue whenever possible so all evidence and updates remain connected.

Use a single structured change request instead of multiple overlapping messages. Include old schedule, new schedule, reason, and whether pricing impact is expected. This minimizes confusion and gives both sides one source of truth for approval.

Extended Care is an automatic charge for house sitting and dog boarding when final pickup timing extends meaningfully beyond the original 24-hour care window. It applies per pet when final-day pickup is more than 2 hours later than first-day drop-off timing. This ensures longer care windows are priced consistently rather than handled informally in chat.

If extra time past the 24-hour window is more than 2 hours and up to 8 hours, the charge is 50% of the nightly rate. If extra time is more than 8 hours, the charge is 100% of the nightly rate. The system applies this automatically based on booking times so both sides can review a consistent calculation.

Yes. Extended Care appears in pricing and booking details before payment when applicable. After the request is created, both sides can review the line item in booking details, which improves transparency and reduces end-of-stay surprises.

Send one onboarding message with door/access instructions, emergency contact information, pet routines, medication times, and any home-specific rules. Confirm expected update frequency (for example, daily report plus chat check-ins) so communication expectations are clear before service starts.

Use exact times with time zone and date in both the booking request and any change requests. Avoid phrases like late afternoon without a specific hour. If plans shift, submit a formal booking change as soon as possible so pricing and expectations remain aligned.

List medication name, dosage, route, timing window, and what to do if a dose is missed. Include behavior cues, mobility limits, feeding restrictions, and vet contact information. Put critical care instructions in the pet profile and repeat them in booking chat before start date.